Real Time Analyst

3 weeks ago

Ballarat, Victoria, Australia Serco Full time
Serco is a place where you can grow

Join a team of 12,000+ professionals across Asia Pacific (APAC) and experience a place of challenge, opportunity, and reward.

Benefits

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:
  • Flexible work-life balance with supportive leadership
  • Opportunities for professional growth and skill development
  • Long-term, stable role with government-backed contracts
  • Access to inclusive employee networks and wellbeing programs
  • Competitive remuneration and benefits package
  • Commitment to diversity, inclusion and belonging

Make an impact at Serco

As a Real Time Analyst for our State Government client, you'll be at the heart of our operations—ensuring our call centre meets service and contractual targets while balancing team wellbeing and efficiency. You'll work closely with team leaders and customer contact officers, providing real-time performance monitoring, insightful reporting, and proactive solutions. Your expertise will help us achieve operational excellence while delivering exceptional service to the community.

As a Real Time Analyst, you'll make a positive impact by:
  • Monitoring call centre performance in real-time to meet KPIs and service levels
  • Managing schedule updates and optimising workforce coverage
  • Tracking and reporting on attendance, adherence, and conformance
  • Producing clear and accurate performance and compliance reports
  • Analysing data to identify trends, risks, and opportunities for improvement
  • Collaborating with stakeholders to enhance operational performance

Serco is a place for you

To Be Successful In This Role You'll Have
  • Experience with call centre metrics and workforce management methods
  • Strong skills in MS Office and contact centre technologies
  • Knowledge of contact centre operations, KPIs, and productivity drivers
  • Ability to plan, organise, and manage competing priorities under pressure
  • Excellent communication skills with attention to detail
  • Confidence in analysing data and creating user-friendly reports

In joining us, you'll be part of a highly supportive culture with trusted leaders that will help you achieve your goals. Here, you will appreciate a flexible approach to work-life that comes with working at a company with long-term government-backed contracts.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTQI+, veterans and people with disability.

By joining Serco you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.
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